Enterprise account S. supervisor. From May 2007 to March 2014
Vodafone
Total years of experience :23 years, 9 Months
Vodafone - Egypt
Enterprise account S. supervisor. From May 2007 to March 2014 serving many corporate segments (Top Corporate Accounts & key accounts& manufacturing &finance & SME-Pre & SME-CM and Enterprise Business Solution &multinational company End users (MNC EU).
MAJOR DUTIES AND RESPONSIBILITIES
• Create a different end- to- end service model to enrich the relationship between Vodafone and the other company.
• Measure, Enhance and develop the quality of service in all touch points related.
• Manage the deployment of people and resources to ensure that all our corporate customers’ requests are handled at all appropriate times with prompt attention.
• Monitoring the monthly/daily queues SL 90/10, implement monthly plan for grantee the highest customer satisfaction.
• Amaze our customer in every tough point, call back report, call center tracker, outbound phone call survey, abandoned call repot Etc….
• Grantee delivering exceptional phone call quality performance and amazing SLA as well.
• Ensure effective and efficient day-to-day performance of the agents.
• Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards.
• Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
Develop and improve processes to maintain the highest level of customer satisfactions and NPS as well.
Provide a high level of quality monitoring to insure a dedicated continuous progress of the team.
Assist both CSR’s, sales, Accounts Management supers and corporate customers with their needs and requests.
Ensure alignment between Vodafone goals, values and constantly improving Customer Experience.
•Ensure effective and efficient day-to day performance of Call Center representatives.
Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
Monitoring the quality and effectiveness of the training
SMC System Management Center - Customer Care Planning and Development, SMC Senior Specialist. From Aug 2004 to March 2006
MAJOR DUTIES AND RESPONSIBILITIES
Communicate, monitor, follow-up, and report any system's / GSM Network outages and ensure that any outage requested by Technology Departments (IT / VAS / NOP) is managed according to service level agreement.
Manage system and network crisis and route the problem to the concerned party in timely manner; provide the Customer Care dep. with the estimated time and progress.
Follow-up facilities (moves) projects to ensure that the project is implemented successfully in terms of PC availability, workability, ...etc
Vodafone - Egypt.
Customer Life Cycle Management player from Jan 2004 to Aug 2004.
MAJOR DUTIES AND RESPONSIBILITIES
To execute outbound marketing campaigns with the aim of educating our customers, decreasing churn,
Customer service Representative - Night Shift. Aug.2000 to Dec. 2003.
Responsible for all Cairo Scan Branches all over Egypt, Cairo Scan, Lab- Med and Cairo Centers
To ensure that visitors and clients are received in an accurate reservation, excellent and professional manner and that all reception areas operate a high quality service at all times
MAJOR DUTIES AND RESPONSIBILITIES;
People management responsibilities for approx.100 staff, 23 Branches including:
•Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce.
•Managing rots to ensure adequate cover at all sites at all times to ensure the provision of a consistent service.
•Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
•Ensuring that the team are correctly attired and project a professional image at all times.
Prime Express
CRM S. Manager from June 2015 up till 2017.
Responsible for the company CRM model end to end, form creating structure, teams, functions, tasks and duties of every department, maximize profit, maintain highest level of customer satisfaction, surveys and index
Responsible for all Cairo Scan Branches all over Egypt, Cairo Scan, Lab- Med and Cairo Centers
To ensure that visitors and clients are received in an accurate reservation, excellent and professional manner and that all reception areas operate a high quality service at all times
MAJOR DUTIES AND RESPONSIBILITIES;
People management responsibilities for approx.100 staff, 23 Branches including:
• Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce.
• Managing rots to ensure adequate cover at all sites at all times to ensure the provision of a consistent service.
• Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
• Ensuring that the team are correctly attired and project a professional image at all times.
serving many corporate segments (Top Corporate Accounts & key accounts& manufacturing &finance & SME-Pre & SME-CM and Enterprise Business Solution &multinational company End users (MNC EU).
MAJOR DUTIES AND RESPONSIBILITIES
•Create a different end- to- end service model to enrich the relationship between Vodafone and the other company.
•Measure, Enhance and develop the quality of service in all touch points related.
•Manage the deployment of people and resources to ensure that all our corporate customers’ requests are handled at all appropriate times with prompt attention.
•Monitoring the monthly/daily queues SL 90/10, implement monthly plan for grantee the highest customer satisfaction.
•Amaze our customer in every tough point, call back report, call center tracker, outbound phone call survey, abandoned call repot Etc….
•Grantee delivering exceptional phone call quality performance and amazing SLA as well.
•Ensure effective and efficient day-to-day performance of the agents.
•Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards.
•Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
•Develop and improve processes to maintain the highest level of customer satisfactions and NPS as well.
•Provide a high level of quality monitoring to insure a dedicated continuous progress of the team.
•Assist both CSR’s, sales, Accounts Management supers and corporate customers with their needs and requests.
•Contribute to ongoing development of the team and software utilizing Customer Relationship Management principles.
•Participate in the ongoing development and improvement of the processes to maximize productivity and service levels.
•Focus in developing new ideas to increase our corporate customers ARPU.
•Enhance customer experience for the SPOCS through developing end to end processes with empowerment for the front liners.
MAJOR DUTIES AND RESPONSIBILITIES
•Ensure that the team results are meeting the predefined goals in terms of quality and productivity.
•Act as the single point of contact for team members for all operational issues and escalations.
•Handle complaints from and to teams and maintain complaints reporting.
Ensure alignment between Vodafone goals, values and constantly improving Customer Experience.
•
Ensure effective and efficient day-to day performance of Call Center representatives.
•Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
•Monitoring the quality and effectiveness of the training on products and services.
Responsible for cascading department strategy, and initiatives and for communicating company objectives to working groups on a regular basis.
•Efficient and effective achievement of approved service level, utilizing all tools, and proposing new tactics to ensure meeting the best SL management and the effective implementation of corrective and preventive actions for SL drops.
•Effectively support the cross-functional business activities and projects when needed.
Vodafone - Egypt.
SMC System Management Center - Customer Care Planning and Development, SMC Senior Specialist.
MAJOR DUTIES AND RESPONSIBILITIES
•Communicate, monitor, follow-up, and report any system's /
MAJOR DUTIES AND RESPONSIBILITIES
•To execute outbound marketing campaigns with the aim of educating our customers, decreasing churn, increasing customer loyalty, foster adopting of new products and services, as well as increasing usage and ARPU (Average Revenue Per User).
MAJOR DUTIES AND RESPONSIBILITIES
•Processing calls on Customer service, Collection, Business & activation queues.
•Supporting and handling I-care Q.
•Delegated as Night Shift supervisor many times.
•Resolution of customer complaints regarding billing, coverage and network quality, etc…
•Dealing with the company's customers having problems in the mobile functions and managing to solve these problems.
•Ensure providing a higher level of service for customers.
•Responsible about handling collection deals during Night Shift.
Faculty of Archeology Cairo University